Job description

Description

Position Summary

The Technical Account Manager will support existing Managed IT Support customers, guiding them in technology decisions to move their organization forward. In this role, the Technical Account Manager will work closely with the Director of Customer Success, fellow Account Managers, and Help Desk associates as a team.

Duties & Responsibilities

Conduct regular meetings with Clients to fully explore their business needs, complete a review of their current technology, and most importantly, to identify new ways for them to leverage technology. Assess and develop technology budgets and solutions that align with Client needs utilizing Tech Impact’s Tech Check.
Take ownership of client communications: keep client and users informed of incident progress, notify of impending changes, and establish communication rhythm with client technical and executive contacts.
Effectively communicate benefits and value of our solutions.
Manage support plan pricing, documentation, and associate agreements.
Develop and continuously expand in-depth knowledge of our services, product offerings, and best practices.
Manage sales activities and opportunities in CRM (Customer Relationship Management) within our defined policies and procedures.
Keep client information in CRM current and complete.
Regularly attend internal Account Management Meetings.
Enter time tracking in CRM as it occurs.
Recommend hardware, software, licensing necessary for business operations and projects.
Develop and continuously expand in-depth knowledge of our services, product offerings, and best practices.
Cultivate sales and influence skills to drive transformational change at Client businesses in their own best interest.
Expand knowledge of technologies from an executive point of view to convey in a business-oriented manner.
Actively participate in applicable Company-sponsored training activities.

Requirements

Essential Skills

Tech Impact is committed to its communities and providing employees with a solid work-life balance and opportunities to grow professionally. The person in this role must embody the Tech Impact values of quality, collaboration, empowerment, compassion, transparency, genuine, agile, and dynamic. We want someone who believes in our mission.

Excellent customer service skills
Strong organizational skills and ability to work independently.
Excellent verbal and written communications skills
Independent learner. Must be able to absorb innovative technologies and be a continuous learner. Resources are made available to help.
Ability to meet with the technical team.
Microsoft Office 365 Understanding basic infrastructure technologies such as firewalls, wireless access, LAN (Local Area Network), WAN, and basic hardware.
MSP (Managed Service Provider) experience is preferred.

Required profile